Return & Refund Policy
At 'Canvashome', your satisfaction is of utmost importance to us.
We have a professional quality control and quality inspection team to check your items before shipment. The quality of our products is guaranteed. You need to check the size, color and specification parameters of the products carefully before you buy.
If you have any problems with your order and are not satisfied with the items you receive, you can always contact our customer support team and we are always here to help you!
We accept returns within 30 working days of receipt, and do not offer returns or exchanges service after 30 working days.
We only accept returns and exchanges for products purchased on our official website.
NOTE: Our products don't support no-reason return!
Due to health and hygiene reasons, as we sell private adult products, we are unable to offer exchange, refund or return services after product used. According to our policy, cancelling an order after 24 hours will have a 20% cancellation fee. And cancelling 72 hours after your order will have a 30% cancellation fee. Please also be aware that customized dolls cannot be cancelled.
Return Policy
After receiving the order, please be sure to carefully inspect the product to ensure it is in good condition. If any defects or damages are found, please do not use it and send us photos or videos within 24 hours. Products that have been used will not be processed even if the order information is incorrect. Damaged, defective or faulty goods must be reported within 7 days of delivery.
We allow returns under the following conditions：
For our reasons, the product is seriously defective, insufficient in quantity, or damaged.
1. If the products you ordered have manufacturing defects when you receive them, please contact us immediately and we will resend them to you.
2. Insufficient product quantity: If you receive less than the quantity you ordered, please contact us promptly. We will send you the missing products after confirmation.
3. If your package is damaged in the packing or shipping process, you are required to provide relevant photos and videos of the damaged package, etc. Once confirmed and approved by our after-sales service team, please send the damaged product to our nearest warehouse first (we will send you the warehouse address by email, and the return label.). We will then resend the new product to you.
Note: Please make sure that the photos and videos you provide are clear. Providing clear photos and videos will help us to solve your problem as quickly and efficiently as possible.
We will not offer returns for the following non-commercial reasons:
1. Incorrect size: The product model, color, size, etc. Please carefully choose the type, model, color and size you need to buy before you checkout. If you do not understand, please contact our customer service.
2. Ordered more than needed to buy;
3. No longer needed after delivered;
4. Do not like it for personal reasons;
5. The product could not be delivered on time due to incorrect delivery address, zip code or phone number provided by you;
6. Other non-commercial reasons;
Return Process
Step 1. First check your order history in your email and record your order number or proof of purchase.
Step 2. Send us an email to our customer service email address: support@canvashome.shop and provide your order number or proof of purchase in the email and take clear pictures and videos with text explaining the reason for the return.
Our customer service will reply you within 24 hours during the working days.
Step 3. When we check the file you sent, if we confirm that it is our reason and meet the return condition, we will reply to you in the email to provide the return address.
Step 4. If ours' reason, we merchant bears the shipping fee for returning to our warehouse. We will give you the return label.
NOTE: If the return applied is due to the customer's own reasons, the customer needs to bear the shipping fee.
The products must be unworn and accompanied by the original label.
Exchange Policy
We offer an exchange service. If you need to exchange your product for product reasons, please contact us within 7 days of delivery and confirm the details of the exchange.
If the conditions for exchange are met, after we have checked and confirmed and agreed to exchange the product for you, please send the product you received to our designated warehouse address in its original packaging and the product must not affect our secondary sales, and keep the original labels.
After your returned package arrives at our designated warehouse and verification is completed, we will arrange to resend the item you are exchanging.
NOTE: Although we offer a exchange service, you are responsible for all shipping costs incurred throughout the return process. This includes the shipping costs for your return to our warehouse and for our resending.
There is no handling fee for the return and exchange process.
Refund Policy
We support refund requests within 30 business days of delivery, and no refunds will be issued after more than 30 business days of delivery. Some products are consumer products and do not support return or exchange.
About Order Cancellation
Orders placed within 2 hours can be cancelled at will and refunded to your account immediately if we verify there is no problem. If an order is placed more than two hours ago, your package is already being processed, the order cannot be cancelled.
Refund Process
Step 1. First contact our customer service and describe the problem in detail, including the reason for the return, as well as your order number and product SKU number. For defective, incorrectly shipped items or items that do not match the description, please send us clear pictures and videos of your problem.
Step 2. If the item received is damaged or incorrect due to a problem caused by our company, we will allow you to return it to our warehouse for a refund or exchange. We'll bear the return shipping fee. We will send you the return address in an email.
Step 3. Once we have confirmed your returned product, we will arrange for a refund.
Refund Processing Time
We will review your package returned to our warehouse first. If the review is approved, we will process your order refund immediately.
The refund processing time is: 7 days.
Your refund will be automatically refunded to the bank or credit card account you used when purchasing the product. Please pay attention to your bank card information.
Contact us
Email: support@canvashome.shop